Wollongong Hospital's patient satisfaction has hit a five-year low, according to a recent report from the Bureau of Health Information (BHI). This is a concerning development, especially given the hospital's already low ratings in the state. The report, based on a survey of adult patients admitted to NSW hospitals in 2025, reveals a significant decline in patient satisfaction at Wollongong Hospital, with only 54% of patients rating their care as very good, down from 61% in 2024 and a high of 67% in 2020. This is the equal lowest rating among similar hospitals in NSW. Despite this, the hospital's doctors still received the highest proportion of good ratings at 31%, which was the highest of any hospital of its kind on this rating. However, satisfaction with the hospital's doctors has also fallen, from 66% in 2024 to 60% in 2025. The proportion of patients who rate the nurses as very good has only fallen slightly in the past two years, with 70% of patients saying they received high-quality care and 21% saying they did to some extent. Despite the significant demand experienced across the health system, the hospital's staff remain focused on providing safe, compassionate, and high-quality care, according to Mr. Garrick. However, when asked how they would respond if family or friends asked about their hospital experience, 64% said they would speak very highly, down from 73% in the previous year, and 12% would be critical, an increase of two percentage points. Despite these concerns, 82% of patients said they were always treated with respect and dignity, and 73% rated the health professionals as always kind and caring. The proportion of patients who felt their cultural and religious beliefs were respected increased from 85% in 2024 to 87%. The report also highlights the contrast between Wollongong Hospital and Shellharbour Hospital, with the latter scoring higher satisfaction rates. Shellharbour Hospital recorded a number of measures above the NSW average across a broad range of metrics, including overall care, communication, involvement in care decisions, and confidence in health professionals. More than four-fifths of patients said they would speak highly of their hospital experience if asked, on par with the average for hospitals of its kind. And 92% felt they were always treated with respect and dignity, slightly less than 2024 but an improvement on 2021, while 94% said the healthcare professionals were always kind and caring. The proportion of patients who rated the doctors as very good was 77%, which was above average for its peer group of hospitals. Meanwhile, all patients considered Shellharbour's nurses to be very good or good. The hospital was rated lowest on its food, with 28% of patients saying it was very good and 48% thinking it was good. The Illawarra Shoalhaven Local Health District (ISLHD), which includes Wollongong Hospital, has also scored some of the lowest ratings in the state across a number of measures, including overall care. Just 55% of patients of the health district said they would rate their care as very good, the lowest of any health district in the state, while 3% would score it as very poor, the highest of any health district. The proportion of patients who consider the doctors to be very good is also the lowest, as is the percentage who'd speak highly of their hospital experience. ISLHD also had the equal highest proportion of patients who returned to hospital within a month because of complications arising from the care they received, at 15%. The district scored the lowest of any other when it came to patients feeling they were treated with respect and dignity at all times, and the kindess of healthcare professionals. Six per cent of patients had no trust in the health professionals - equal highest with Western Sydney LHD. Mr. Garrick said there were a number of initiatives aimed at improving hospital performance, including a pilot discharge concierge service to ensure patients understand their discharge arrangements. He also cited the 'Raise It' program, which provides an avenue for patients or their loved ones to raise concerns about deteriorating health if they feel they are not being addressed, and a communication technique clinicians use to explain matters to patients and families. The report highlights the need for ongoing improvement and a focus on patient experience, with Mr. Garrick acknowledging that the survey showed strong improvement and growth across a broad range of measures. However, the low satisfaction rates at Wollongong Hospital and the overall low ratings of the ISLHD are a cause for concern and should prompt further action to ensure patients receive the best possible care.
